IT Administrative Support Intern

Tech-Keys; Howell Township (NJ); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

401K 4% match

Generous PTO

Job summary

Tech-Keys in Howell Township, NJ, seeks an IT Administrative Support Intern for a full-time, year‑round role. You will assist IT technicians with ticket scheduling, client communications, and service coordination, gaining hands-on MSP experience and a pathway to a technical position after one year.

The role emphasizes organized multitasking, strong communication, and a proactive, team-oriented mindset within a growing MSP culture recognized as an NJ Top Workplace.

Qualifications

• Minimum of 1 year of customer service experience.
• Strong written and verbal communication skills.
• Ability to multitask and excel in a fast-paced environment.
• Currently pursuing or recently completed degree in IT, Business Administration, or related field.

Responsibilities

• Manage incoming calls and emails related to IT support requests, ensuring accurate intake and prioritization.
• Schedule and coordinate service tickets based on technician availability, workload balancing, and SLA commitments.
• Track and monitor client service requests in real time, ensuring prompt handling and effective follow-up.
• Exercise escalation authority by assessing urgency, SLA thresholds, and business impact to route issues appropriately to higher-tier resources or management.
• Communicate directly with clients to confirm approvals, provide status updates, and ensure expectations are met.
• Maintain and update internal documentation and service systems with accurate, actionable data.
• Collaborate with the technical team to improve ticket handling efficiency, resolution time, and client satisfaction.
• Support weekly and monthly SLA performance reporting, including data gathering, metric analysis, and identification of trends or areas for improvement.
• Learn and document MSP workflows, escalation paths, and service delivery standards as part of a structured learning plan.

Skills

Customer service

Communication

Organization

Multitasking

IT interest

Education

IT or Business degree (pursuing)

Tools

Ticketing system

Job description

About the Role:

This is a full-time year-round position, NOT a summer internship. We are seeking a motivated and detail-oriented IT Administrative Support Intern to join our team. This role is designed for an individual looking to gain hands‑on experience in the administrative side of a Managed Service Provider (MSP) while developing the foundational skills necessary to transition into a more technical position.

As an intern, you will play a crucial role in supporting our IT technicians by managing ticket schedules, handling client communications, and assisting with approvals and service coordination. This position offers a structured pathway for growth, with the opportunity to move into a technical role after one year.

Key Responsibilities:

• Manage incoming calls and emails related to IT support requests, ensuring accurate intake and prioritization.
• Schedule and coordinate service tickets based on technician availability, workload balancing, and SLA commitments.
• Track and monitor client service requests in real time, ensuring prompt handling and effective follow-up.
• Exercise escalation authority by assessing urgency, SLA thresholds, and business impact to route issues appropriately to higher-tier resources or management.
• Communicate directly with clients to confirm approvals, provide status updates, and ensure expectations are met.
• Maintain and update internal documentation and service systems with accurate, actionable data.
• Collaborate with the technical team to improve ticket handling efficiency, resolution time, and client satisfaction.
• Support weekly and monthly SLA performance reporting, including data gathering, metric analysis, and identification of trends or areas for improvement.
• Participate in operational meetings, offering insights on service coordination, delays, and escalation activity.
• Learn and document MSP workflows, escalation paths, and service delivery standards as part of a structured learning plan.

What You’ll Gain:

• A deep understanding of the administrative operations within an MSP.
• Hands‑on experience with IT service management tools and processes.
• Exposure to client interactions and IT support workflows.
• A structured pathway to transition into a more technical IT role after one year.

Ideal Candidate:

• Currently pursuing or recently completed a degree in IT, Business Administration, or a related field.
• Strong organizational and communication skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Interest in IT and a willingness to learn technical concepts over time.
• A proactive and team‑oriented mindset.

If you’re eager to kickstart your career in IT while gaining valuable administrative experience, we’d love to hear from you!

Requirements:

• Minimum of 1 year of previous customer service experience.
• Ability to remain professional and courteous in difficult situations.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking skills in a fast-paced environment.
• Excellent communication and interpersonal skills.Ability to work under pressure and handle multiple tasks simultaneously.

Compensation & Benefits:

• Health, Dental, Vision & other additional benefits
• 401K (With 4% Match) eligible after 90 Days
• Generous PTO

Tech-Keys has been named an NJ Top Workplace four years in a row, and that’s no accident. As a growing, industry-leading Managed Service Provider, we’re deeply committed to a culture that prioritizes care; for our clients and for each other. Tech-Keys may be the right place for you if you’re looking for a place where your work matters and your people genuinely have your back.